DCM3020/12 - unintentional shut down

I only recently started using my micro set that I bought a month ago and I discovered a problem with it.

When I play music via USB the micro set automatically shuts down (to stand-by mode) after 15 minutes of listening. I'm 100% sure that I don't use the sleep mode; I check this every time before I start listening, to make sure I didn't turn it on.

I've been in touch with the Dutch Philips webchat service 2 weeks ago (I'm from Holland) and they told me to try a different USB device. I've been trying different USB sticks and experimented with some settings/number of songs/play mode, but nothing changed. The problem's still there, so I'm contacting webchat again today and see if I can get it fixed/looked at.

I sent it to the service center to get it fixed and they replaced the transmitter on the powerboard (I'm not technical, so I don't even know what that means). The problem's not fixed, my system still automatically shuts down at the most random moments. Just now it happened twice in an hour.

Had it serviced again, this time they only updated the software. The problem is still not fixed, so I went back to the online chat to ask for a new unit.

They said I have to get it serviced again and if the service center thinks it can't be fixed, they have to tell Philips that I need a new unit. I asked the employer to put my request for a new unit on the complaint form, but she didn't, so I'm gonna add that myself.

I really wish it was easier to get a new unit, because this isn't helping. If they didn't know how to fix it the second time, they won't know it the third time.

we are really sorry to hear that you have such issues with your unit and we hope this will be sorted soon. Unfortunately, the policy specifies that the unit must be with the repair service three times before the whole unit will be exchanged for a new one.

If the last repair does not bring a solution to your problem, please request the new unit. If you need any assistance with this later on, please feel free to send me a PM any time.

Once again, we do apologise for any inconvenience this may cause.

Kind Regards,

Philips Moderator Team

Forum Mod

The Following User Says Thank You to Philips - Tereza For This Useful Post:

Thanks for your answer, Tereza. I didn't know about the policy, thanks for clearing that up. I've already gotten my unit back after the third service time and I still have the same issues. I'm on vacation next week, but when I get back I'll send my unit back to the service center and request a new one. We'll see what happens.

Hopefully your issue was dealt with and you are no longer facing it. Since the thread has been silent for some time now, I will proceed by closing it. If you still have the same question about the same issue or any similar issues arise feel free to start a new thread or contact one of us moderators to open this thread again.

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